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Strategic Planning Software
9 min read · June 23, 2026

What is Strategic Portfolio Management (SPM)?

Strategic portfolio management (SPM) is the practice of selecting, prioritizing, and governing an organization’s project investments to maximize strategic impact. It sits above day-to-day project... Read more

Bastin Gerald
Bastin Gerald
June 23, 2026  ·  9 min read
Delight Customers
Customer Success OKRs
2 min read · May 8, 2023

Delight Customers

A Customer Support manager’s objective is to “Delight customers”. Building an effective, well defined OKR will not only help you…

Bastin Gerald Bastin Gerald
The Power of Perspective
Perspective
3 min read · May 8, 2023

The Power of Perspective

As iron sharpens iron, so one person can sharpen the skills of another. It’s natural for humans to look at…

Bastin Gerald Bastin Gerald
Pivots
Pivot
3 min read · May 8, 2023

Pivots: Why & When?

Most startups go through a “pivot” stage to find the right target customer, market position, and value proposition for their…

Bastin Gerald Bastin Gerald
Sharp Ration
Finance KPIs
3 min read · May 8, 2023

Sharpe Ratio

In order to be sound in your financial goals, you need to have a great source of knowledge on every…

Bastin Gerald Bastin Gerald
asset-coverage-ratio
Finance KPIs
3 min read · May 7, 2026

Asset Coverage Ratio

This article covers the far-reaching topic of the asset coverage ratio. We’re talking about a risk measurement whose aim is…

Bastin Gerald Bastin Gerald
Build Time
Engineering KPIs
3 min read · May 8, 2023

Build Time

When you work in a company, you will obviously want every process to stay stable and healthy. You will also…

Bastin Gerald Bastin Gerald
average-replies-per-ticket
Customer Support KPIs
3 min read · February 1, 2024

Average replies per ticket

OKRs are goal-setting tools that deliver disciplined execution of goals and ideas. As an organization you should definitely need to…

Bastin Gerald Bastin Gerald
account-summary
Customer Support KPIs
3 min read · February 1, 2024

Account Summary

Moving on, when it comes to account summary, this usually refers to the way in which a customer service agent…

Bastin Gerald Bastin Gerald
average-customer-satisfaction-score
Customer Support KPIs
4 min read · February 1, 2024

Average Customer Satisfaction Score (Average CSAT Score)

As you were growing your business, you would have come up with strategies that strengthen the relationship between what your…

Bastin Gerald Bastin Gerald
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